Challenging Decisions and Lodging Complaints

If you think a benefit or tax credit decision is wrong, you may be able to try and get it changed.
You also have the right to expect a reasonable standard of service from the people dealing with your benefit claim. If you feel that you have not received such a level of service, you can make a complaint.

Advice and Representation

You may be able to get help with challenging a benefit or tax credit decision from the following places:

Advice centres, such as your local Citizens Advice bureau, may be able to help you to prepare your case and possibly even represent you at the hearing. Our Find an Adviser tool can help you to find local advice centres

Civil Legal Advice has details of solicitors and other advisors, who may be able to assist you. You can phone them in England and Wales on 0345 345 4345 or in Scotland on 0131 226 7061. Or you can Textphone 0345 609 6677.

Always check first to see whether you will be charged for the cost of using a solicitor. Certain tasks, such as representation at a tribunal hearing, may not be free, even if you are on a low income.

Complaints about your claim

You have the right to expect a reasonable standard of service from the people dealing with your benefit claim. Service includes things such as meeting target times for dealing with claims and providing interpretation facilities. You can make a complaint to the department or authority that dealt with your benefit claim if you are not happy with the standard of service you received.